Customer Success Specialist (Engineering）

DayOne Data Center; Johor Bahru; On-site; MYR 50,000 - 70,000; Full time

Job summary

A leading data center service provider in Johor Bahru is seeking a Customer Success Specialist who will be the primary point of contact for customers. The ideal candidate will have a Bachelor’s degree and 3-5 years in customer success or project management roles. This role focuses on ensuring efficient service delivery while maximizing customer satisfaction through effective communication and relationship management. It's a great opportunity to work in a dynamic environment with various teams.

Qualifications

• 3-5 years of experience in Customer Success, Service Delivery, or Project Management roles.
• Proven ability to manage multiple projects and priorities simultaneously.
• Familiarity with SLA management and service operations processes.

Responsibilities

• Act as the main liaison for customers, building trusted partnerships.
• Manage the delivery of operational services in alignment with SLA requirements.
• Coordinate project delivery activities across various phases.

Skills

Excellent communication

Project management

Problem-solving mindset

Stakeholder management

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration or related field

Job description

Overview

TheCustomerSuccessSpecialistservesastheprimarypointofcontactforcustomers,ensuringthesuccessfuldeliveryofDayOne’sDataCenter.Thisrolefocusesondrivingcustomersatisfaction,managingserviceperformance,andensuringthatallcontractedservicesaredeliveredefficiently,withinscope,andinaccordancewithServiceLevelAgreements(SLAs).

Theidealcandidateisaproactivecommunicator,strongprojectcoordinator,andtrustedadvisorwhocanbuildlastingcustomerrelationshipswhilemanagingbothprojectdeliveryandongoingoperations.

KeyResponsibilities

• CustomerRelationshipManagement: Actasthemainliaisonforcustomers,buildingtrustedpartnershipsbasedonprofessionalism,integrity,andtransparency.
• ServiceDeliveryOversight: Managethedeliveryofalloperationalservices(DataCenterHosting,Network,Cloud,ITManaged,andDisasterRecoveryServices)inalignmentwithSLArequirementsandagreeddeliverycosts.
• ProjectManagement: Coordinateprojectdeliveryactivitiesacrossdesign,construction,testing,andtransitionphases.Ensuretimely,high-quality,andcost-effectiveprojectexecutionwhilemanagingrisksandescalations.
• OperationalExcellence: Overseeongoingserviceoperations,monitorSLAperformance,andcoordinatewithinternalteamstodrivecontinuousimprovementandensureoptimalservicequality.
• CustomerCommunication&Reporting: Maintaineffectivecommunicationwithcustomersthroughoutprojectandoperationalphases.Prepareandpresentregularprojectandservicereports,andfacilitatereviewmeetingstoensuretransparencyandalignment.
• Cross-FunctionalCollaboration: PartnerwithSales,Presales,DataCenterOperations,Network,andITServiceteamstodeliverseamlessserviceexperiencesandsuccessfulprojectoutcomes.
• ContinuousImprovement&Compliance: Ensureadherencetointernalprocessesincludingprocurement,audits,ITILframeworks,andprojectgovernance.Contributetointernalprocessoptimizationandbestpractices.
• CustomerSatisfaction&Retention: Proactivelymanagecustomerexpectations,resolveissuespromptly,andworktomaximizecustomersatisfactionandlong-termretention.

Qualifications

• Bachelor’sdegreeinInformationTechnology,ComputerScience,BusinessAdministration,orrelatedfield.
• 35yearsofexperienceinCustomerSuccess,ServiceDelivery,orProjectManagementroles(preferablyinConstructionordatacenterenvironments).
• Excellentcommunication,presentation,andstakeholdermanagementskills.
• Provenabilitytomanagemultipleprojectsandprioritiessimultaneously.
• FamiliaritywithSLAmanagement,andserviceoperationsprocesses.
• Strongproblem-solvingmindsetandabilitytoworkeffectivelyunderpressure.

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